Position Overview
In this role, you will provide hands-on L2 production support for Evernorth Contact Center applications, with a focus on CAI IVR. You will serve as a key bridge between business, delivery, platform, vendor, and operations teams to ensure timely triage, resolution, and communication of production incidents and defects impacting internal and external customers.
This role is critical to maintaining production stability, application health, monitoring effectiveness, and service reliability across contact Center platforms, infrastructure, data services, and observability tools.
Responsibilities
· Monitor, review, and triage incidents reported through synthetic monitoring tools, observability platforms, and business teams.
· Facilitate production bridge calls during critical failures, ensuring timely coordination, impact assessment, stakeholder updates, and issue resolution.
· Assign, escalate, and track reported defects with delivery, platform, vendor, and engineering teams through completion.




· Collaborate with business and delivery teams to meet agreed SLAs for resolving production incidents, defects, and service interruptions.
· Initiate and support change management activities for production fixes, portfolio releases, validations, and weekend checkout support.
· Participate in delivery and operational readiness discussions to understand upcoming releases, platform changes, and support impacts.
· Maintain runbooks, troubleshooting guides, process documentation, and knowledge articles for US-based and offshore production support resources.
· Support continuous improvement initiatives that improve monitoring, automation, alerting, resiliency, and production support efficiency.
· Use, design, and develop automated processes or scripts to maintain, upgrade, test, validate, and monitor production applications.
· Analyse application capacity, performance trends, and recurring issues to identify proactive remediation opportunities before customers are impac

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